Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Fonolo

MARCH 8, 2022

When it comes to call center workforce management, be sure your software entails these three functions: Forecasting tools. It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? Loss of confidence.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Playvox

MAY 25, 2023

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55